Service Crisis Management File

Delayed flights on departure.

Prepared by: ADAMO MEZZINA

1. The delay is known prior the arrival of the passengers to the airport.

2. The delay arises during the check-in and/or boarding activities.

3. The passengers are already onboard the aircraft.

3 types of delays :

In order to establish the Passenger Handling procedure, delays are divided according to STD where –

Day time is defined between06:00–22:00

Night time is defined between22:00–06:00(Local times)

Handling is determined by the time of the day and the length of the delay:

Up to 2 hours - an apology announcements.

Between 2 and 4 hours - a refreshmentOver 4 hours and up to 6 hours - a full

mealOver 6 (night) or 8 (day) hours –

Passengers sent to Hotel Delay over 8 hours shall be regarded as

cancellation of flight (Israeli Service Law)

1. The delay is known prior the arrival of the passengers to the airport.

• Reservations advises passengers of the delay and new ETD

• Station prepares necessary arrangement to accommodate those arriving according to original STD

• At the Airport, handling according to time of the day and length of the delay

2. The delay arises during the check-in and/or boarding activities.

Less than 6 hrs/8 hrs• Announcements• Meals/Refreshments

More than 6 hrs/8 hrs• Announcements• Transportation• Hotel Accommodations

& Meals/Refreshments

At all times• Special attention to preferential passengers• Special attention to irregular/needy passengers• Constant presence of LY staff (*)

(*) Constant presence of LY staff

An LY employee in uniform/Handling Agent must accompany passengers taken to a hotel. If it becomes necessary, the Station Manager, in coordination with the local LY Rep., Security Officer, Captain, In-Flight Service Manager, will recruit additional employees to accompany the passengers (Town office, security staff, cabin attendants(.

3. The passengers are already onboard the aircraft.

Over 150 Minutes

Up to 150 Minutes

Up to 90 Minutes Time

Disembarkation

Meal Service Onboard

No Meal Service

STD (or, Back to Gate)

The Cabin crew will offer drinks. Light snack service according to circumstances

If cause of delay has not been solved by the end of the meal service, passengers will be disembarked

If facilities do not permit dining in the terminal, the passengers will be served a meal onboard and will be disembarked afterwards

Service Crisis - DefinitionCompany Procedure 40-110

An event or chain of events that necessitate assembling the activities of professional groups in order to handle a passenger flight that has been affected

or is about to be affected as far as service is concerned.

(i.e. when the on-site conditions, such as accessible airport services, are not sufficient to provide that appropriate standards of service.)

Service Crisis may be declared - • as a result of diversion • as a result of a prolonged

delay.

The responsibility to declare Service Crisis is by Dir. Operations Control (Shlita’).

At stations abroad, where there are not enough staff available to the Station Manager to handle the passengers at the required level, he must recruit some of the Flight Attendants from the aircraft and some Security Staff.

Tarmac Delays14 CFR 259.4

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What does the law require?

Every 30 minutes for all delays:

1. We must update the passengers every 30 minutes while the aircraft is delayed, including the reasons for the delay, if known (including after deplaning while waiting in airport).

2. If the aircraft is at the gate or hardstand, the door is open, and the possibility to deplane exists, we must notify the passengers every 30 minutes that they can deplane.

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What does the law require? We must provide:

– Adequate food no later than 2 hours after the aircraft leaves the gate (for example: granola bar)

– Adequate medical attention– Operable lavatory facilities

If the delay exceeds four hours at a US airport, we must provide the passengers the opportunity to deplane (subject to safety, security, and ATC exceptions).

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What does the law require?

• If the tarmac delay exceeds three hours, we must report the delay to the DOT (by the 15th of the following month, using BTS Form 244 ‘‘Tarmac Delay Report’’).– Applies to tarmac delays in Israel and the USA– Responsibility is on the Station Manager at the station

where the tarmac delay occurred.

• For written complaints we must:– Acknowledge receipt within 30 days– Provide substantive reply within 60 days.

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What does the law require?

If the delay exceeds four hours, we must provide the passengers the opportunity to deplane (subject to safety, security, and ATC exceptions)

We must update the passengers every 30 minutes while the aircraft is delayed, including the reasons for the delay, if known. We must notify the passengers that they can deplane if the opportunity exists.

We must provide:– Adequate food no later than 2 hours after the

aircraft leaves the gate– Adequate medical attention– Operable lavatory facilities